Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.
Latest Articles
2026 Australian Contact Centre Best Practice Report
The 2026 Contact Centre Best Practice Report: AI automation and self-service, observability, attrition, team leaders, rankings and salaries.Read article »
Customer Service Best Practices for Medical & Health Practices
33 customer service best practices for medical practices, covering the phone, reception, delays, complaints and what leading practices do differently.Read article »
Latest Glossary Terms
Next Issue Avoidance
Next Issue Avoidance is resolving a customer's likely next problem during their current contact, to prevent a repeat contact.Read More »
Offshoring
Call centre offshoring is moving customer service or back-office work to a distant, lower-cost country for the labour saving.Read More »
Upcoming Courses & Events
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September 2026 WFM Essentials
Learn the essentials of Workforce Management for Call Centres in this 3-day September 2026 WFM Essentials training course delivered by the WFM experts at CallDesign....View event > -
September 2026 Call Centre Operations for Team Leaders
Build confident Team Leaders who understand service levels, occupancy, forecasting and real-time performance in this September 2026 Call Centre Operations...View event > -
CX Roundtable October 2026
The ACXPA October 2026 Live CX Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format....View event >
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